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12/13/2010Keep Training Alive Without a Budget Author and Expert Deborah R. Monroe Ach…The Budget! Just when you thought you had one, it is gone! Just because you have a limited fund, doesn’t mean that learning has to stop As a leader, it is your honor to grow your people. Now let’s figure out what we want them to learn and how to learn it! 1

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12/13/2010 How an adult learnsHow do I learn? Auditory: I listen Visual: I watch and also read Kinesthetic - Tactile: Put down the instruction manual and let me get my hands on it!Brain Based Learning PrinciplesApply learning immediately to what I doBrain Based Learning Principles Formula40%V + 30% A +30%KT= 100% engagement (visual, auditory, kinesthetic, tactile) 2

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12/13/2010 Brain Based LearningE > p + e + a + s (emotion is greater thanprocedural /episodic/automatic/semanticmemory) Procedural is muscle memory. Episodic is where you were when it took place. EG…When you study you should eat chocolate. When you take a test to recreate the episodic memory, eat chocolate! Automatic is established habitual things. Semantic is the memory for words and information is the weakest. Emotion is the strongest memory and will override the others.Step 1Define the Learning Once a month identify an area that you would like to see improved like: Dealing with a specific difficult customer behavior Using the greeting script consistently Writing email with only positive verbiage Building maturity and trust on the team through acts of kindness 3

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12/13/2010 Your Turn Something you will teach the person next to you…does not have to be work related! Something you want to teach your team: Remember keep it a simple basic conceptStep 2 Design the Learning Use the formula: Make sure the emotional component is utmost present Design a 20 minute exercise to deliver during a team meeting once a month Add music, video, playing cards, stress reduction implements, etc. Get team to identify or create part of the exercise (choose a video clip) 4

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12/13/2010 Your Turn Take 2 minutes to think about how you want to approach teaching your neighbor Bring in the emotional aspect of learning by teaching through telling a story Write it down for now!Step 3 Deliver the Learning You can delegate specific learning concepts to individuals in your team. Pick the individual that is struggling with that month’s concept to prepare and deliver the exercise according to the formula No Longer than 20 minutes 5

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12/13/2010 Your TurnTurn to the person next to you andteach them!Step 4 Demonstrate the LearningAsk team members what the consequencesshould be if they are found not practicing thelearning. Make sure everyone knows whatthose are.Always recognize the person that grows themost. Give underachievers an opportunity toshine. Implement the learning immediately uponreturning to their desk. 6

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12/13/2010 Motivating Team The IT Crowd Video on TEAMIdeas for Peer Motivation Have the team vote for the person they feel did the best that month or quarter Service Excellence Performance Excellence Increased FCR 7

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12/13/2010 Competition BreedsPirate Chest filled with different items like,chocolate coins, jelly beans, balloons, etcBowling Trophy: Bowing the Customer OverawardBaseball Trophy: Batting it Out of the ParkServiceTop Banana: Most improved KPI of yourchoice Extrinsic MotivatorsSmart Button: That was Easy!Scratch Off Tickets or Make your own MonopolyCards Get out of Jail Free card Come in 15 minutes late Leave 15 minutes early Take a longer lunch Dress down on a specific day Manager for a day A Shadow Day There is such a thing as a free lunch! 8